SAP CRM (Customer Relationship Management)
End-to-End Customer Lifecycle Management • Sales • Service • Analytics
Course Description
This course teaches SAP CRM for managing the full customer lifecycle.You will learn sales, marketing, service, and analytics processes.
The program covers real-time scenarios and Fiori-based applications.It prepares you for CRM and customer management roles in SAP.
What You Will Learn
- Basic understanding of business or SAP concepts
- Laptop or system access for practice
- No prior CRM experience required
- Interest in sales, marketing, or customer management
Course Curriculum
9 Sections• Introduction to SAP CRM & C/4HANA
• Customer lifecycle processes
• CRM organizational structure
• Integration with Sales, Finance, and Service modules
• Key KPIs and reporting requirements
Outcome: Strong foundation in SAP CRM processes and architecture
• Customer master data configuration
• Business partner setup
• Account and contact management
• Product master integration
• Data governance and compliance
Outcome: Accurate CRM master data setup
• Lead and opportunity management
• Sales cycle and pipeline tracking
• Quotation and order integration
• Forecasting and revenue planning
• Integration with SAP SD & FI
Outcome: End-to-end sales process management
• Marketing campaigns setup and execution
• Target group creation and segmentation
• Lead qualification and scoring
• Campaign analytics and reporting
• Integration with sales opportunities
Outcome: Effective marketing strategy execution
• Service order creation and processing
• Complaint and issue management
• Warranty and service contracts
• Integration with MM and FI/CO
• SLA management and monitoring
Outcome: Efficient service and customer complaint management
• Customer engagement tracking
• Interaction history and communication logs
• Fiori-based CRM apps for sales, service, and marketing
• Notifications, approvals, and workflow setup
• Mobile CRM and portal overview
Outcome: Modern, Fiori-enabled CRM operations
• Standard CRM reports
• Sales and service dashboards
• Customer behavior analysis
• Campaign and lead analytics
• KPI monitoring and decision-making
Outcome: Data-driven insights into sales, service, and marketing
• Integration with FI/CO, SD, MM, and HCM
• Troubleshooting common CRM issues
• Best practices for configuration and governance
• Upgrade-safe and Clean Core approach
• Documentation and compliance
Outcome: Production-ready CRM configuration and governance
Module 6: Customer Interaction & Fiori Apps
• Customer engagement tracking
• Interaction history and communication logs
• Fiori-based CRM apps for sales, service, and marketing
• Notifications, approvals, and workflow setup
• Mobile CRM and portal overview
Outcome: Modern, Fiori-enabled CRM operations
Module 7: Analytics & Reporting
• Standard CRM reports
• Sales and service dashboards
• Customer behavior analysis
• Campaign and lead analytics
• KPI monitoring and decision-making
Outcome: Data-driven insights into sales, service, and marketing
Module 8: Integration & Best Practices
• Integration with FI/CO, SD, MM, and HCM
• Troubleshooting common CRM issues
• Best practices for configuration and governance
• Upgrade-safe and Clean Core approach
• Documentation and compliance
Outcome: Production-ready CRM configuration and governance
Module 9: Capstone Project – End-to-End SAP CRM Implementation
Project Scope:
• Configure CRM organizational structure
• Set up customer master and product data
• Execute lead-to-cash and service-to-cash scenarios
• Run marketing campaigns and track results
• Generate CRM reports and dashboards
Deliverables:
• CRM configuration documentation
• Process flow diagrams
• Sales, marketing, and service reports
• Fiori dashboards demonstration
Frequently Asked Questions
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